Team Manager – Certificates Payments, Workers’ Compensation

Every payment we process helps an injured worker focus on what matters most: their recovery. As a Team Manager in our Workers’ Compensation payments function, you will lead a team of 12 who make that possible every day. We are looking for a people-first leader who thrives on driving performance in a fast-paced, regulated environment. In this key leadership role, you will oversee the end-to-end processing of payments for medical certificates received from injured workers and employers, and drive a culture of quality, compliance and continuous improvement.

Lead, coach and develop a team of 12, driving performance and a positive team culture Oversee end-to-end payment processing for medical certificates from injured workers and employers Ensure payments are accurate, timely and compliant with workers' compensation legislation and organisational policies Monitor workloads, productivity and quality, addressing performance issues proactively Conduct quality assurance reviews to maintain accuracy and compliance Liaise with Case Managers, Return to Work specialists and finance teams to resolve payment queries Stay across legislative and regulatory changes and communicate impacts to the team Drive process improvements to increase efficiency and reduce errors Report on team performance including processing volumes, accuracy and turnaround times A Typical Week Might Include Reviewing payment accuracy and turnaround metrics with your team Coaching team members on complex certificate scenarios Collaborating with Case Managers and Return to Work specialists on payment queries Identifying process bottlenecks and implementing improvements Recognising great work and supporting your team's development What You’ll Bring Experience leading teams in workers' compensation, insurance, or claims environments A solid understanding of payment processing, medical certificate requirements and relevant legislation A track record of driving team performance while maintaining accuracy and compliance Strong organisational and time management skills with the ability to manage competing priorities in a fast-paced environment Strong analytical and problem-solving skills with attention to detail Professional communication skills, both verbal and written, with the ability to engage effectively with diverse stakeholders Proficiency in claims management systems and Microsoft Office applications Bonus If You Have Lean, Six Sigma or continuous improvement experience Familiarity with WorkSafe Victoria's regulatory framework Experience with process optimisation initiatives Don’t Meet Every Requirement? If you don’t tick every box but bring a strong drive, a positive attitude and proven transferable skills, we still want to hear from you. We value potential and the right mindset just as much as technical experience. If this role excites you, we encourage you to apply. What’s In It For You Exposure to end-to-end operations across payments, administration, finance and compliance Opportunity to lead and contribute to process improvement and transformation initiatives A supportive leadership structure that values capability building and career progression Work within the WorkSafe Victoria regulatory framework, building specialist expertise Be part of a team that directly impacts the lives of injured workers every day About Us DXC’s Insurance Software and BPS (ISB) helps insurers around the world modernise and run their core operations at scale by combining deep industry expertise, proven software platforms and innovative AI-driven solutions. A global market leader in core insurance platforms, ISB delivers solutions across policy administration, claims, billing, analytics and digital engagement supporting Life & Annuity, Property & Casualty and Specialty insurance markets. Locally, our Claims Management Services team partners with WorkSafe Victoria to deliver critical backend operations, ensuring injured workers and